Midland Credit Management, an Encore Capital Group Company

About the Company

Established in 1953, Midland Credit Management, Inc. (MCM), a wholly-owned subsidiary of Encore Capital Group, Inc., is a specialty finance company providing debt recovery solutions for consumers across a broad range of assets. We purchase portfolios of defaulted consumer receivables and manage them by partnering with our consumers as they repay their obligations and work toward financial recovery.

MCM is the market leader in portfolio purchasing and recovery in the United States. We lead the industry with consumer-centric practices that drive results.

In 2011, we introduced the industry's first Consumer Bill of Rights codifying our commitment to working with our consumers through mutual engagement, understanding, collaboration and respect. Ultimately, we help our consumers recover from financial difficulty and turn towards a path of economic empowerment.

With over 4,000 employees worldwide, MCM is headquartered in San Diego, California, and maintains domestic and international operations across the United States, Costa Rica, and India.

OUR MISSION -
Creating pathways to economic freedom

OUR VISION -
We help make credit accessible by partnering with consumers to restore their financial health

OUR VALUES -
We care: We put people first and engage with honesty, empathy, and respect

We find a better way: We deliver our best in everything we do, find ways to make a positive difference, and achieve impactful results

We are inclusive and collaborative: We embrace our differences and work together to ensure every individual can thrive

Listed Jobs

Company Name

Midland Credit Management, an Encore Capital Group Company

Job Title

Call Centre Agent

Job Description

**Job title** Call Centre Agent **Role Summary** Serve as the first point of contact for vulnerable customers, handling inbound and outbound calls to provide empathetic support and assess financial situations. Use affordability assessments to design tailored repayment plans, record all interactions accurately across multiple systems, and collaborate with team members to deliver high‑quality debt recovery service. **Expactations** - Deliver 5‑star customer service, maintaining professionalism and compassion. - Recognise signs of vulnerability and ensure appropriate support is provided. - Accurately enter data into internal systems and comply with regulatory standards. - Participate in ongoing training, performance reviews, and team meetings. **Key Responsibilities** - Provide first‑line customer service for vulnerable clients. - Identify and appropriately treat vulnerable individuals. - Handle inbound and outbound calls with empathy and clarity. - Conduct detailed affordability assessments. - Create and implement affordable repayment plans. - Update multiple internal systems with accurate, compliant records. - Share insights and best practices with colleagues to support a collaborative environment. **Required Skills** - Excellent verbal communication and active listening. - Strong empathy and resilience in dealing with distressed customers. - Proficiency in using CRM/telephony systems and data entry. - Ability to assess financial affordability and devise repayment solutions. - Knowledge of regulatory compliance for credit and debt recovery. - Team‑player attitude with strong collaboration skills. **Required Education & Certifications** - Minimum of GCSEs (or equivalent) with a focus on English/Mathematics. - Willingness to undergo basic credit and criminal background checks. - No specific degree or formal certification required, but prior call‑centre or customer‑service experience is advantageous.

Glasgow, United kingdom

On site

21-09-2025